A Statistical Exercise, NPS is Not
Promoter.io
DECEMBER 15, 2016
The post A Statistical Exercise, NPS is Not appeared first on Promoter.io
Promoter.io
DECEMBER 15, 2016
The post A Statistical Exercise, NPS is Not appeared first on Promoter.io
Who's Your Gladys?
MAY 17, 2016
This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?
CX Journey
JULY 7, 2015
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome.
Maz Iqbal
JANUARY 19, 2015
What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? 2014 is behind us in a manner of speaking and we are in the first month of 2015.
Maz Iqbal
DECEMBER 6, 2014
On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.
Service Untitled
MARCH 26, 2012
” about everything, even the things that seem obvious, is an exercise worth doing. Culture Exercises/Resources Little Things, Big Differences
Service Untitled
JANUARY 7, 2014
There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package.
Service Untitled
JULY 16, 2012
Book Reviews Culture Customer Service Exercises/Resources Little Things, Big DifferencesI just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ).
Service Untitled
FEBRUARY 18, 2011
Behind the Scenes Exercises/ResourcesCheck sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality.
Service Untitled
JUNE 2, 2011
Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives.
Service Untitled
APRIL 7, 2011
Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.
Service Untitled
JUNE 4, 2009
Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Service Untitled The blog about customer service and the customer service experience.
The Upsell
SEPTEMBER 4, 2017
And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same.
Who's Your Gladys?
APRIL 4, 2016
Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test?
CustomerGauge
DECEMBER 20, 2016
Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.
Kerry Bodine
MARCH 14, 2018
Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. What makes journey maps effective? How can you create journey maps? How can you use journey maps?
iPerceptions
MARCH 28, 2018
But beyond getting some physical exercise, it turned out to be the perfect prologue to the keynote on Day 1 of the Summit – Become an Experience Maker. This year, my Adobe Summit experience started off a little differently. I went hiking. With the opportunity to take in the natural beauty of Red Rock Canyon, the experience was sensational, to say the least.
CX Advantage Walker
APRIL 10, 2018
At the recent Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” And guess what? Continue reading. The post Why you’ll never be <del>a unicorn</del> great at all 10 CX traits appeared first on CX Advantage.
Who's Your Gladys?
FEBRUARY 4, 2015
Customer service is like exercise – do it right, and you’ll see results. It’s that simple. Though, simple and easy aren’t always a package deal. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test?
Who's Your Gladys?
DECEMBER 2, 2014
Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Two things that are extremely important to me are coffee and walking my dogs. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns
MaritzCX
NOVEMBER 10, 2015
One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics.
Vision Critical
MARCH 8, 2018
Our customer experience team recently embarked on an exercise to create our own personas. For persona building to be useful, your organization needs to really understand what needs this exercise will address.
Wired and Dangerous
SEPTEMBER 8, 2015
It started with an exercise for a senior living client. We tried an exercise that asked people to talk about what it felt like to be a best friend and to create a best friend relationship.
MaritzCX
NOVEMBER 11, 2015
One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article
Storyminers
AUGUST 28, 2017
They aren’t just doing ‘low-hanging fruit’ exercises, they’re very focused on creating enterprise and customer value at the same time. I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new.
SuiteCX
APRIL 13, 2017
Should it be a simple/agile exercise or a deep study? One of our most frequently asked questions is: How to approach experience mapping? This video of a recent webinar addresses a few of the questions we have heard over the years: What business aspects should you address using journey mapping efforts? Is it meant for strategy or problem solving? Do you have any examples of how it might work? What skills/tools do you need to do this type of work? Pitfalls to be aware of in any approach.
Kerry Bodine
NOVEMBER 22, 2017
And of course, you’ll get to hang out with us for two whirlwind days of discussion, hands-on exercises, and our favorite workshop supply—sticky notes! We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule.
Kerry Bodine
APRIL 17, 2018
We also planned networking breaks throughout the workshop to give participants a chance to swap best practices with each other, ensuring that they had a good experience without derailing the group exercises.
Comm100
NOVEMBER 3, 2017
The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Empathy Exercise. Introduction. Social media is chaotic, but your social media team shouldn’t be!
Kerry Bodine
JUNE 13, 2017
When I was in grad school, we did an exercise where we designed a particular experience for both the Pope and a drug dealer. We didn’t do any “customer” research for this, natch, but the general principles of the exercise were similar to the idea of designing for extreme customers.).
Michelli Experience
FEBRUARY 28, 2017
Once I see those digits pop up on my scale I begin to act by curbing my calories and increasing my exercise. I’ve never seen my scale with a number so low that I began eating more or exercising less. Long ago I received my Ph.D.
ShepHyken
SEPTEMBER 14, 2016
So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience. Now, back to the exercise. Sounds like a simple exercise, and for some it will be.
CX Journey
SEPTEMBER 15, 2016
When you conduct a So What exercise, you're really trying to understand the importance and the impact of implementing a solution. To me, it seems like a smart exercise to do with any improvements that you plan to make. Image courtesy of (F.Q)
Wired and Dangerous
JULY 18, 2016
Four-way stops are exercises in decorum without supervision! Every driver knows the rules about who goes next and who has the right of way should turns be involved. There is no traffic light or police officer to ride herd over the proper behavior.
ForeSee
MARCH 14, 2016
When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. Life Fitness knew it needed a partner with a. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee.
CX Journey
MARCH 21, 2018
Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget.
CX Journey
MARCH 29, 2016
Understanding these expectations and identifying key drivers of a great customer experience are important outcomes of this exercise. These are all learning exercises, critical learning exercises. Without that understanding, the exercises have failed.
CloudCherry
DECEMBER 28, 2017
I have been told that this was the FIRST major brainstorming exercise at CloudCherry since inception that I played no role in. One shot, no retakes, no script – just to capture the ‘real time’ recap of what the whole exercise’s outcome had been.
Comm100
DECEMBER 19, 2017
This exercise can also help to bridge operational gaps that hinder customer service, like departmental communication barriers. Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up.
Kerry Bodine
JULY 11, 2017
Maybe a customer doesn’t understand the instructions for a new exercise, so we model how it works…then forget to stop modeling. Later in the exercise, we circled back to that sticky note about the upcoming sale email and it turns out I’d gotten it wrong.
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